Senior Customer Service Representative
AGSE, Cincinnati, OH, United States
We are seeking a detail-oriented and relationship driven Customer Service Representative to join our team to manage complex customer relationships end-to-end, from initial quoting and order placement through delivery and post-sales support. In this role, you will ensure accurate and timely execution of customer requirements while consistently meeting key performance indicators (KPIs) for speed, accuracy, and on-time delivery; and serve as a primary liaison between customers and internal teams, driving cross-functional alignment, resolving issues efficiently, and enhancing overall customer satisfaction.
What You’ll Do RFQ & Quotation Management
Review customer requirements, specifications, and terms to ensure compliance with company standards
Prepare accurate and timely quotations, including pricing analysis and cost comparisons
Coordinate internal reviews and approvals for RFQs
Maintain RFQ logs and analyze quote win rates
Order Management
Process customer purchase orders and ensure alignment with quoted terms
Resolve discrepancies prior to order acceptance
Enter and manage orders in the ERP system
Provide regular updates on order status
Customer Support
Respond to customer inquiries related to orders, quotes, invoices, and technical questions
Investigate and resolve issues such as product damage, shortages, and warranty claims
Track and ensure timely closure of all customer inquiries
Partner with Engineering, Purchasing, and Sales teams to maintain accurate product and pricing data
Support strategic accounts and process improvement initiatives
Develop and track key performance metrics (KPIs)
What Success Looks Like
Timely and accurate RFQ and order processing
Strong customer satisfaction and responsiveness
High on-time customer delivery performance
Continuous improvement in processes and service metrics
Required Qualifications:
Bachelor’s degree or 7+ years of related experience in a customer service or order management role
Advanced Microsoft Excel and Office skills
Strong communication and problem-solving abilities
Analytical mindset with attention to detail
Experience working with ERP systems
Ability to adapt in a fast-paced, changing environment while maintaining a positive attitude
Aerospace industry experience highly preferred
Preferred:
Experience in the aerospace or manufacturing industry
Background in pricing, quoting, or technical customer support
Benefits Package
Health Coverage:
Medical, dental, and vision insurance
Retirement Plan:
401(k) with company match
Work-Life Balance:
Supportive environment with flexibility where possible
Career Development:
Training programs and opportunities for advancement
Why Join Us?
Collaborative, cross-functional work environment
Opportunity to work with strategic customers and complex projects
Focus on continuous improvement and professional growth
#J-18808-Ljbffr
What You’ll Do RFQ & Quotation Management
Review customer requirements, specifications, and terms to ensure compliance with company standards
Prepare accurate and timely quotations, including pricing analysis and cost comparisons
Coordinate internal reviews and approvals for RFQs
Maintain RFQ logs and analyze quote win rates
Order Management
Process customer purchase orders and ensure alignment with quoted terms
Resolve discrepancies prior to order acceptance
Enter and manage orders in the ERP system
Provide regular updates on order status
Customer Support
Respond to customer inquiries related to orders, quotes, invoices, and technical questions
Investigate and resolve issues such as product damage, shortages, and warranty claims
Track and ensure timely closure of all customer inquiries
Partner with Engineering, Purchasing, and Sales teams to maintain accurate product and pricing data
Support strategic accounts and process improvement initiatives
Develop and track key performance metrics (KPIs)
What Success Looks Like
Timely and accurate RFQ and order processing
Strong customer satisfaction and responsiveness
High on-time customer delivery performance
Continuous improvement in processes and service metrics
Required Qualifications:
Bachelor’s degree or 7+ years of related experience in a customer service or order management role
Advanced Microsoft Excel and Office skills
Strong communication and problem-solving abilities
Analytical mindset with attention to detail
Experience working with ERP systems
Ability to adapt in a fast-paced, changing environment while maintaining a positive attitude
Aerospace industry experience highly preferred
Preferred:
Experience in the aerospace or manufacturing industry
Background in pricing, quoting, or technical customer support
Benefits Package
Health Coverage:
Medical, dental, and vision insurance
Retirement Plan:
401(k) with company match
Work-Life Balance:
Supportive environment with flexibility where possible
Career Development:
Training programs and opportunities for advancement
Why Join Us?
Collaborative, cross-functional work environment
Opportunity to work with strategic customers and complex projects
Focus on continuous improvement and professional growth
#J-18808-Ljbffr